What are the key performance indicators (KPIs) for measuring back office efficiency and effectiveness?

1. Average queue time of incoming phone calls. 2. Customer satisfaction score. 3. Days to fill a position. 4. Revenue per employee. 5. Time to process invoices. 6. Time spent correcting documents or input data per week. 7. On-time shipping. 8. On-time final delivery. 9. Ticket volume trends. 10. Project delivery time.

High accuracy rates lead to fewer errors in customer interactions, which enhances trust and satisfaction. Mistakes can result in frustration and loss of business. Many industries have strict regulatory requirements. Maintaining high accuracy is essential to comply with these regulations, avoiding potential legal issues and penalties.Regular training can ensure staff are well-equipped to handle tasks accurately.Establishing robust quality assurance measures can help catch errors before they affect customers.Encouraging feedback from employees and customers can provide insights into areas needing improvement.

Según mi experiencia en equipos de trabajo, es importante conocer los temperamentos y perfiles de cada uno, y entender que la comunicación fluye no en la forma en como yo me quiero dar a entender sino en las formas en que mis colaboradores aprehenden mis ideas más fácilmente.

In today’s fast-paced environment, customers expect quick responses and timely services. A shorter turnaround time can significantly enhance customer satisfaction and loyalty. Many businesses have SLAs that outline expected completion times for various tasks. Meeting or exceeding these expectations is crucial for maintaining contractual obligations and avoiding penalties. Efficient processes lead to higher productivity. By reducing turnaround times, organizations can complete more tasks in the same period, maximizing resource utilization. Streamlining processes to reduce TAT can also lower operational costs by minimizing the time and resources spent on each task.

Turnaround time is a key performance indicator (KPI) that measures how quickly and responsively a business can complete tasks. It's important to monitor turnaround time because it can affect customer expectations, service level agreements, and productivity. A shorter turnaround time can indicate that a business is efficient and organized.

Una utilidad que he encontrado y desarrollado con líderes, es que conozcan el esquema de evolución que van llevando a la par con sus colaboradores en un modelo de liderazgo colaborativo. De esta forma pueden encontrar herramientas que faciliten su trabajo y desarrollar empatía y resiliencia para lograr la motivación y elevar el desempeño de manera constantes.

Higher utilization rates generally indicate that more of an organization’s resources—whether they’re human or technological—are being put to productive use, which can directly boost profitability. Understanding utilization helps organizations determine if they have the capacity to take on additional work or if they need to hire more staff or invest in technology to scale effectively. Engagement: High utilization rates can lead to better employee engagement, as team members see the impact of their work on overall productivity. However, it’s important to balance utilization with employee well-being to avoid burnout.

Utilization rate is the percentage of an employee's total amount of working hours that actually contribute to the work that is eventually billed to a customer. The utilization rate is most commonly used in professional services, but can be used by other organizations to assess their team's current productivity

En mi experiencia de implementación integral de NOM035, es muy importante que las personas comprendan la importancia de su contribución, ya sea desde ser parte de los comités o simplemente con responder las encuestas. Uno como consultor fortalecerlo al darles voz a quienes no han tenido la oportunidad de hacerse escuchar por los mecanismos propios de la empresa, y sus problemáticas y contribuciones encuentran eco.

Satisfied customers are more likely to remain loyal to a brand. Consistent positive experiences foster trust and strengthen relationships. High customer satisfaction can lead to better retention rates, reducing the costs associated with acquiring new customers. Retaining existing customers is often more cost-effective than attracting new ones. Improving efficiency in back office operations can lead to faster service and fewer errors, which positively impacts customer experience. Communicating expected timelines and service levels can help manage customer expectations, leading to greater satisfaction when those expectations are met or exceeded.

Una vez en mi ex trabajo, una jefa me dijo: “no te das cuenta que si se quejan de ti es por algo”. Jamás me dijo una queja en concreto y por supuesto, menos un nombre. Creyó que iba a sondear muy discretamente y me di cuenta que lo que no aguantaba era saber que yo movía más a la gente que ella.

Un día que me diagnosticaron extrasístoles por estrés, me pusieron un holter y el cardiólogo habló conmigo y me dijo: “no sé en qué trabajas, pero si no quieres que esto llegue a más, tienes que priorizar”. Ese día me vino a la mente mi familia, mis esfuerzos no reconocidos, mi escaso plan de carrera, mis objetivos y mi propósito en una vorágine de pensamientos. Ese día llegué de la consulta a trabajo y renuncié. Este día lo había aplazado 2 años.

Procurement cost savings - Amount saved through strategic sourcing and negotiations, improving profitability. Shared services customer satisfaction - Ratings from internal customers on the quality of support services provided